If you experience any issues with PGP, please report them to the help desk, AskIT, by email at AskIT@uab.edu" target="_blank">AskIT@uab.edu, or by phone at 205-996-5555. Please be sure to provide the following information:

Issue/symptoms

Error messages

Computer make and model

Internet connection type

PGP installer version

Estimated time of occurrence (if possible)

Common Solutions to Installation Issues

Verify that you are an administrator of the system on which you are attempting to install PGP.

Open your web browser and ensure that you have Internet connectivity by opening a website.

Be sure that you have a current installation package for PGP Desktop. Visit www.uab.edu/it/software for the latest installation files.

Ensure that you are using your BlazerID and strong password for the PGP Enrollment credentials.

Common Solutions to Password Related Issues

Verify that Caps Lock is not on while authenticating.

If you recently changed your account password, you may have to provide the old password until you log in to the system with your new password.

If the previously mentioned steps do not resolve your issue, you should call the AskIT Help Desk to request a PGP recovery token for the system or portable device. A recovery token is a one-time password that will allow you to bypass PGP, but it will not bypass the operating system password; you are still required to log in.

Common Solutions to Boot/Startup Related Issues

Ensure that a keyboard is connected to the system. Systems such as tablets without physical keyboards will not be able to authenticate on the PGP boot screen.

Remove any CDs, DVDs or USB drives from the system. Many of these devices have features that allow them to start before the system hard drive.

Does the system have multiple operating systems or Dell Media Direct? If so, then you will need to contact your support personnel to assist you with the recovery of your hard drive. Please note that PGP should never be installed on systems with multiple operating systems, as it will render the system inoperable.

Sponsors and guests can set up guest user accounts to access a myriad of UAB systems and services

Online Learning/Blackboard Course changes

Request that courses in the Academic Institute be updated - courses can be cross listed; opened or closed; assigned instructors, designers or teacher's assistants; or have previous content imported to them - https://www.uab.edu/it/instech/auth/acad_form.html

Information Security

To report any incident to UAB Data Security that involves violations of UAB IT-related policies or involving UAB data or computer systems -https://silo.dso.uab.edu/incident/

UAB has contracted with DriveSavers to provide data recovery services for the UABcommunity. DriveSavers is the only data recovery company in the industry that undergoesannual SAS 70 Type II Audit Reports and is HIPAA compliant, offering the highest level of datasecurity available. DriveSavers is also compliant with FAR 52.224-2 (Privacy Act), ISO 17799,Sarbanes-Oxley Act of 2002 (SOX), the US government Data-At-Rest (DAR) mandate, theGramm-Leach-Bliley Act (GLBA) and the new regulation by National Institute of Standards andTechnology, NIST SP 800.34 (Rev. 1).

Port position number (If there are two DATA ports, the one on the left is D1 and the one on the right is D2. If there are four DATA ports, D1 is the upper left, D2 is upper right, D3 is lower left, D4 is lower right).

AskIT will check to determine if the port is activated and whether it appears to be working correctly. If the port shows as active but does not work correctly, either AskIT (or you) can dispatch a technician to fix it by calling 4-7777.

Every unit at UAB with devices connected to the UAB campus network should have a "network contact" person, even if there is no department server or local area network. At least one person within your department should be designated to be responsible for communicating your requests to DC/NS, and for assisting network users with basic configuration, software installation, computer training, and problem solving.

Designate an official "network contact" person for your department.

Each department or unit at UAB should have an officially designated "network contact" person.

The dean, chairman or director designates who is to serve as "network contact" for your unit. The dean, chairman or director should send either a written memo or an e-mail message touserservices@uab.eduindicating who is to be considered the official contact person.

If the "network contact" person is not a UAB employee, the department should additionally designate a contact person who is a UAB employee.

The "network contact" person should have access to a UAB e-mail account (hostname ends in uab.edu). All requests to DC/NS must be submitted via e-mail (userservices@uab.edu), and for security reasons these must originate from a server registered through DC/NS.

Notify DC/NS when there is a new "network contact" person, or other changes in responsibilities.

When there is a change in personnel or responsibilities within your department, DC/NS should be notified. The previous "network contact" may send a message touserservices@uab.eduintroducing the new person. If no replacement arrives before the old person departs, the last "network contact" should hand this function to their supervisor or other person in the department, who will then hand the job to the replacement person when they arrive. IP records, and any other records, should be turned in to the department for safekeeping.

If the "network contact" left UAB without notifying DC/NS, the dean, director or department head should contact DC/NS with the name of the replacement contact person.

A domain name such as the one described above is called a third-level domain name. There is a $500 one-time fee for creating new third-level domains. There is no additional charge for registering names within the domain once it is set up. Third-level domain names should be requested by the department network contact.

Please send requests for third-level domain names to UserServices@uab.edu and include an FAS account number to bill. register the name.

Faculty, staff and students who are involved in professional, academic, or student-social organizations are sometimes interested in hosting a web site for their group and want to use a domain name that does not end in uab.edu.

SOLUTION:

UAB cannot provide DNS (Domain Name) service for domains other than uab.edu. However, what we can do is register an on-campus server with a uab.edu name, and then you can arrange for an outside Internet Service Provider (ISP) to provide the name www.alabama_engineers.org and point it to your UAB server. The end result is that someone who types the URL www.alabama_engineers.org into their web browser will be taken to the organization's home page, which may happen to be sitting on a computer housed at UAB. Most ISP's charge a small fee for providing you with this service.

Make sure the system is disconnected from the network. This is to protect UAB from any additional impact from the incident.

Determine the affected data.

Confirm whether or not sensitive data was housed on the compromised device. This includes employee, student, patient, or research data. Determine if any sensitive data was inappropriately accessed. If so, immediately escalate to both your local management and the UAB Data Security (https://silo.dso.uab.edu/incident or call 205-975-0842).

If sensitive data is at risk, do not perform additional activity until you have spoken with Data Security.

Perform Root Cause Analysis

Establish the reason that the system was exploited. Ask yourself these questions:

Did an end user install something harmful?

Was it caused by a weak password?

Was the system missing a patch?

Remediate the issue

The best way to restore a compromised machine is from a trusted backup or to do a clean installation. Even what used to be routine virus infections have become so advanced that we cannot trust a system once it's been infected.

Perform password changes for end users and any administrators that may have used the system as well. This includes BlazerIDs and other accounts such as websites that were accessed from the compromised machines. Local Administrator passwords should also be changed.

Reconnect to the network

Once the system has been properly remediated, UAB Data Security, in conjunction with the HIPAA Security Office, will reconnect the machine to the network. This process can take up to 24 hours after the initial request.

If you receive a notice saying the machine was compromised, the best way to get reconnected is to reply to that email.

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